Technical Support Manager

Technical Support Manager

Remote/Telecommute JobREMOTE / Toronto, Ontario, Canada  - Permanent
This job allows you to work remotely 

Job Description

The client is a global leader and expanding their operations in Canada and looking for a Technical Support Manager to assist with the growth.

Key Responsibilities

Expand upon existing Operational Support to create a 24/7/365 support capability
Participate directly in the support queue (as a member of the support team), taking incoming trouble calls/emails, troubleshooting the problem, and providing resolution in a timely manner
Promote the Support team internally so it is seen as the go-to for any Support matters
Work with team to create documentation to facilitate efficient issue detection and resolution
Analyze technical issues and collect all necessary technical information for triage
Monitor and follow up on all requests from submission to resolution
Collaborate with partners to fully understand problems and to set expectations
Proactively, collaborate with Engineering, Platform, and external partners to determine steps toward resolution and prevention of future issues

Good reasons to join:
A flat structure with open and honest communication where everyone has a voice
Impactful workability to define or influence the direction of your domain
A significant degree of autonomy in a highly engaged and talented international team
We balance personal freedom with responsibility and give as much as possible of both
Flexible working hours and the possibility to work from home
Motivating compensation
Learning and development support scheme
Sick leave compensation starting from the first day
Fun team events, office parties, and sports activities to spend some quality time with your colleagues

Our motto is: "Do what makes sense, question what doesn't"

Must Have Skills:

In order to succeed, you need

Experience as Senior Support Engineer, Support Manager or similar
Versed in troubleshooting techniques to identify and document root causes of software issues using application logs as input
Being comfortable with issue tracking using JIRA or similar
Knowledge of Splunk and the Splunk query language or similar
Deep understanding of Incident Management processes
Accurate and logical problem-solving skills
Strong written and verbal communication skills and fluency in English
Handling multiple tasks and switches priorities as needed
Ability to research, analyse and determine an appropriate course of action in a variety of situations with minimal supervision
Passion about providing the highest level of service
Exceptional ability to build trust with peers, managers, and executives
Willingness to be “on-call” and work extended or unscheduled hours as needed

Team & Leadership Skills

Ability to stay focused on core responsibilities while successfully handling a wide spectrum of client requests
Fostering a positive work environment and relationships
Sharing feedback on potential emerging issues with a collaborative approach to problem-solving
Ideally, experience creating a team
Ability to lead yourself and a passion to influence others to succeed


Starting: ASAP

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